Justin Edwards Email & Phone Number

Waterloo, Ontario, Canada

Technical Consultant at Aftia, leveraging expertise in Acrobat Sign, APIs, and strategic insights to optimize workflows and support initiatives.

Waterloo, Ontario

I have created mobile Applications including GPS Golf Applications on the following platforms.BBOS 5.0 - How Far Am I?BB10 - How Far Am I?Android - How Far Am I?iOS - Objective-C - How Far Am I?iOS - Swift - Pic Talk, Talk To Me

Riverbend, Kitchener Ontario

Production Support Analyst (UBI and Sonnet)Provided primary L2 support for the Usage-Based Insurance (UBI) project, troubleshooting iOS and Android trip recording issues with live debugging and SQL analysis in GCP. Utilized Guidewire to resolve policy issues, clear message queues, and investigate policy history. Monitored and analyzed data using GCP BigQuery, Firebase, and Crashlytics to identify trends and enhance user experience.Collaborated with MS, GW, iOS, and Android developers to resolve complex issues, ensuring seamless system integration. Developed dashboards in Looker Studio for daily reports on user statistics and trip data, aiding proactive problem-solving. Authored runbooks and playbooks for L2 support, conducted knowledge transfer sessions, and documented test plans to streamline troubleshooting.Utilized tools like VS Code, AWS OpenSearch, Datadog, PGAdmin, and Android Studio/XCode for log analysis, database access, and mobile app debugging. Managed incidents and defects in ServiceNow and JIRA. Performed ad-hoc testing to identify bugs and ensure system reliability.Created a Python and Ruby on Rails application to merge data from GCP, Guidewire, and digital databases, generating reports to track UBI user engagement. Led morning triage for UBI incidents, coordinating with teams to maintain system integrity for our users. Identified and resolved a critical trip recording issue, preventing potential financial loss by pinpointing the problem in the app’s version history.

Waterloo, Ontario, Canada

At Senstar, I specialized in providing technical support for the Symphony Common Operating Platform, which included both client and server software for video monitoring and CCTV systems. I played a key role in troubleshooting and resolving technical issues related to SQL databases and storage solutions, utilizing tools like TeamViewer and SQL Studio. My responsibilities included supporting clients remotely via email and phone, updating knowledgebase articles, and contributing to internal documentation.

Waterloo, Ontario Canada

The Software Development Support Group is a skilled group of technical specialists with focus on the enterprise components of the BlackBerry solution. The team's mandate is to resolve the most difficult customer issues escalated from the various support groups within RIM and act as the primary interface between Technical Support and Development. As the Software Development Support team will support our world-wide Technical Support groups, participation in an on-call rotation is required.Timely resolution of escalations from various support groups such as customer support operations, I.T. servicesResearch projects on future BlackBerry technologies with a focus on how they will be supportedAct as a customer advocate at various project meetingsDevelopment of technical documentation / presentations for peer education

Research In Motion's Customer Support Operations (CSO) is responsible for premier technical support to our direct customers running the BlackBerry Enterprise Solution on the following platforms: Microsoft Exchange, Lotus Domino or Novell GroupWise. Technical mentoring and evaluation of the Technical Support Associates.Participating on an inbound priority based queue to answer telephone based inquiries (and some email).Working in a backline capacity doing in-depth case investigations and customer follow up.Performing advanced troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 98% of all customer inquiries).Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown.Leveraging both internal and external knowledge based systems for assisting customers.Logging issues and customer information into the Remedy ticketing system and creating knowledge articles and training documentation.Responsible for taking ownership of an issue and follow it through to a successful resolutionIn-depth knowledge of administration and management for Exchange and BlackBerry Enterprise ServerTake live escalations and independently diffusing challenging situations and setting manageable expectations for critical issuesSuccessfully able to manage my time with case work, and able to take walk-up questions from Initial Response Team

The BlackBerry Customer Technical Support Team within Research In Motion's Customer Support Operations is responsible for premier technical support to our direct customers running the BlackBerry® Enterprise Solution on Microsoft® Exchange.Participating on an inbound priority-based queue to answer telephone based inquiries (and some email)Working in a backline capacity doing in-depth case investigations and customer follow upCollecting information and performing initial troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 95% of all customer inquiries)Leveraging both internal and external knowledge based systems for assisting customersLogging issues and customer information into the Remedy ticketing system and creating knowledge articles when availableThis unique career opportunity further allows you to utilize your full complement of skills and experience by acting as a peer-trainer to other members of the Support Team, participating in several BETA tests of new BlackBerry software/hardware and acting as a key member of some of our special case and project assignments.Excellent with BlackBerry Enterprise Server versions 4.0, 3.6 and 2.1 for Microsoft Exchange.Provide technical support to external customers through email and over the phone for all BlackBerry Enterprise Server issues and questions.Have a good understanding and strong troubleshooting skills on Microsoft Exchange.Work in a team environment to provide world-class customer solutions.Responsible for updating and creating knowledge base articles.Reading Application and BlackBerry Enterprise Server logs to help narrow down points of failure in users’ environment.Provided database support for Microsoft SQL and MSDE.Provided support for Microsoft Windows Server 2000 and 2003 Active Directory environments.

BlackBerry Desktop Support within CSO at RIM is responsible for assisting a variety of BlackBerry customers by troubleshooting the BlackBerry smartphone, the Desktop Manager software, BlackBerry Enterprise Server and all applications relating to the BlackBerry Solution. In this role you walk the customer through troubleshooting steps to resolve a variety of functionality and software issues. As the escalation point for our customers, this role provides the opportunity to work through issues, utilize your technical skills, and see the customer through to a resolution.The primarily responsible for providing highly effective, efficient and professional support by troubleshooting BlackBerry technical issues, researching solutions utilizing ticketing software, Microsoft Outlook, and various internal and external knowledge-based systems.Flexibility to adapt to a rapidly changing and growing environmentWorking knowledge of Microsoft Windows Server OS (2000/2003 and/or 2008 )Working knowledge of the fundamentals of Microsoft Exchange (2000/2003/2007 and/or 2010)Responsible for taking technical supervisor escalationsProvide BlackBerry Desktop Support for external customers and partners, over the phone and by e-mail to provide solutions to all problemsSupport all levels of Desktop Manager Software as well as all versions of Handheld Software for the BlackBerryAssisted in the training of new Desktop Support membersResponsible for updating and creating knowledge base articlesAbility to coordinate the resolution of issues with various levels of the Customer Support OrganizationProvided troubleshooting relating to wireless synchronization with the BlackBerry Enterprise ServerAssist in training with email templates with other desktop representatives

Provide computer support for 3000+ Labatt National employees, over the phone, by e-mail and remote desktop to provide solutions to all problems.Support UNIX, Windows XP, Windows 2000, Windows NT, Windows 98, and VAX platforms.First level support of 8 Labatt applications, required to constantly update skills in these application, train other Helpdesk members and update shared documentation.First level of support for all High speed connection, and WAN connection to our network via VPN.Assisted in the training of new Helpdesk membersInvolved with the National Window XP rollout, including testing.Member of the AHS (After Hours Support) team.Administrative/Second level support for the Contact our ticket logging applicationResponsible for updating and creating all Crystal Reports within the Contact.Gained Experienced with setting up a published application on a Citrix server.Ability to coordinate the resolution of issues with various level of the Information Technology departments.Learning ITIL processesExperienced Second level support for the Siebel application, including running extracts, resetting of password, and application troubleshooting.

Developed on the spot troubleshooting skills for all DUN, ADSL, and other Internet related problems.Gained excellent communication skills with end users.Helped end users solve problems over the phone in all different operating systems.

Acted as manager of IT department.Developed excellent first line technical support experience with users from different offices.Maintained complete network of over 50 computers and over 75 users, both Windows and Mac.Made financial decisions for both hardware and software for IT department.Managed 3 servers, 1 Windows NT 4.0 SP6a, 1 Windows 2000 Pro, 1 Debian Linux.Created a Web-based paging system.Gained valuable SQL skills along with the PHP Programming Language.Learned how to create and maintain a MySQL Database.

Learned Database programming with Access 97 and 2000.Worked in a team environment to accomplish major projects.Developed valuable skills troubleshooting problem code.Acted as a Network Administrator on local network.

Hardware/Technical troubleshooting and installation.Acted as a technical support specialist, and did printer and software installation.Worked on network cable installation, and troubleshooting.Troubleshot a variety of different software, hardware and networking issues.